Parks Associates' Senior Research Analyst speaks at Digital Media Pipeline '10

Parks Associates is supporting the Digital Media Pipeline on September 15 in Los Angeles, CA.

Brett Sappington, Senior Research Analyst, Parks Associates will be presenting on TV Services and consumer habits during the Research Session on Wednesday, September 15 from 11:40 AM – 12:45 PM.

Digital Media Pipeline offers an opportunity for digital retailers, content owners and aggregators, and technology and service providers to share learnings and experiences in the business of retailing digital entertainment. This young industry is growing quickly, and new technologies and new business models are developing and testing almost weekly. Digital Media Pipeline offers opportunities for collaboration among partners in the supply chain.

For more information, click here.

Consumer demand for remote services helps boost tech support to $5 billion by 2014

The development of remote online solutions will complement the growing premium tech support industry, including retailers and service providers, by providing improved marketing channels and enhancing automated and live support services. Parks Associates forecasts U.S. revenues in consumer-oriented technical support services will approach $5 billion by 2014, with roughly 50% of the revenues coming from remote technical support services.

The development of remote services across a variety of channels, including broadband providers, Internet security vendors, PC OEMs, and CE retailers, will help meet the demand for premium technical support services, according to Parks Associates’ reports Service Providers and Support Services: Analysis and Forecasts and Retailers and Support Services: Analysis and Forecasts.

Our research has consistently found that assistance with home technologies, including PCs, home networks, and AV equipment, is the top value-added service that a broadband provider can deliver. Consumer desire for ‘attached support’ – that is, additions such as extended warranties and protection plans, setup and configuration, delivery and installation – can also help retailers add revenue to the sale of a variety of CE. Aftermarket care in the form of PC tune-ups and troubleshooting provides a consistent and proactive form of technical care services.

Service Providers and Support Services: Analysis and Forecasts and Retailers and Support Services: Analysis and Forecasts analyze the markets for U.S. consumer technical support services. These reports examine support offerings from service providers, retailers, OEMs, and third-party software and support vendors. They combine the results from more than 50 industry interviews and primary consumer data.

Consumer demand, technical innovations to push U.S. revenues for Remote Technical Support Services to $2.6 Billion by 2013

Retailers and broadband service providers to drive market for remote tech support to over 10 million U.S. households --

Annual U.S. revenues for remote technical support services will grow to $2.6 billion by 2013, according to a new report from Parks Associates. Digital Home Tech Support: Analysis and Forecasts finds that increased demand and technical innovations will allow retailers, broadband service providers, and third-party providers to grow their customer base and increase revenues across an array of support areas, including PC setup and troubleshooting, home networking setup and support, and PC tune-up services.

On-site and in-facility repair services once dominated consumer technical support. Today, remote support services allow consumers to keep equipment at home while still giving them access to expert assistance. People are already looking for something to solve their digital challenges and are very interested in these offerings.

The creation and use of automated and deep-diagnostic tools are creating greater efficiency and scale. These tools are especially important as retailers and service providers integrate enhanced support services into new products and subscriptions, which will help grow the number of U.S. households with remote support to over 10 million by 2013.

Given this increase in adoption, providers will have to manage service delivery to scale their businesses. In particular, the use of diagnostic tools and automated software will help providers increase profitability and deliver more proactive services that can help boost recurring subscription revenues.

Digital Home Tech Support: Analysis and Forecasts analyzes the market for U.S. consumer technical support services and software solutions, with forecasts and briefings from more than 30 companies.

For the full press release, click here.